Complaints

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• Initial Complaint

  Date:11/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original date for glasses 10/6/2023. Picked up 10/20/23, took back and picked up again 10/30/23. First time I picked them up they are on the second floor and they had me look out the window at a store across the street and read the sign. I could see it. They had me read a piece of paper. I tried driving home with them and it as fuzzy. I drove over a sidewalk. When I got home I couldn't see my computer. I called them and took them back. They were giving me a hard time so I told them I just wanted my money back. They said they would only give half back. Two of them went in a small room right behind the desk and one ask if insurance was involved. The other one said no. It was insurance, I used my flex card. Finally let them send to remake using my old prescription from my old glasses. They said they would only redo them once. They called and said they were read again. Went thru same thing on reading but they told me not to drive home in them. When I got home I went to my desk and could see the pictures on the wall but when I looked down the papers were all fuzzy. I contacted my insurance company and they called the doctors office.. The owner of the business called me and said they would only give me half of the $677.00 because of all the trouble they have been thru. I said I eas the one that had been thru trouble, driving in 3 times, running over a sidewalk and not being able to see. The owner said she stood by her offer, have a nice day and hung up.

  

  Business Response

  Date: 11/10/2023

  Customer voiced a complaint with glasses she purchased.  The customer acknowledges that prior to purchase she was advised that updating her glasses would likely not help her vision. She stated she had flex money she wanted to spend and decided to update her glasses as the prior pair she liked were getting old. The first pair of glasses that were made did not work well for her and she returned to our office. At that time she declined a partial refund per policy and elected to have the pair remade based on the power of the old glasses she liked. She was aware this was her final option and there would be no remakes or refunds available after this. She recently picked up the glasses in the office and states that she felt like she saw well out the window and when looking down at the paper and appeared to be happy when she left. She got home and found that she could not look down into the glasses and see well despite the distance remaining OK. She stopped wearing them and filed a grievance. She has not and will not return to check the fit again as suggested.  She refuses to wear them at home to see if she is able to adapt and demands a full refund. STL Vision offered to again do a partial refund which is above and beyond our policy. Patient became very angry on the phone and stated that she will not be returning again. We wished her a nice weekend.
  
  Pt initialed/acknowledged understanding of our optical policy on 10/6/23, which in part, reads as follows:

  "Rx eyeglasses are custom devices created solely for the individualized patient.  All requests for refunds or returns will be handled on a case by case basis, many of which may result in a restocking fee or handling fee amounting in as much as 50% of the purchase price. 

  We appreciate our patients and their satisfaction is imortant to us.  We will be happy to remake your eyeglass order one time within 30 days for an Rx change or frame restyle.....Once you opt for the remake there are no returns/exchanges/refund requests accepted."

  
  

  Customer Answer

  Date: 11/10/2023

  Complaint: 20817375
  
  I am rejecting this response because: They stated I have refused to wear them around the house.  That is not correct.  I have tried but unless I am looking straight ahead everything is fuzzy.  They told me I could not have them made again if the second try did not work, but did not say I couldn't have at least half my money back.  I never expected to see better than my old glasses, I just wanted new ones that I could see at least the same as my old ones.  The lady I talked to said she was standing by her half back, have a good day and hung up on me.  I feel I should get my whole amount back.  I paid for a product that was made incorrect twice.  This is a expensive ****** for me.  I am going someplace else to get new glasses.  I need my money.  A business should never hang up on you.  I called today and they said she was out but there was someone else I could talk to but they were at lunch and they would give them my message to call me today.  I have not received a call.  First time I got the glasses I tried driving home and it was blurry and I ran over a sidewalk.  Now the front end of my car shakes.  Second time they told me not to wear them driving home.
  
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/27/2023

  We have refunded the patient half of the amount she paid for her glasses.  This is above and beyond our stated and agreed to policy.  

  Customer Answer

  Date: 11/30/2023

  They only refunded half my money.  They could not make glasses I could see out of, so I don't see why I should pay anything.  If I got a new window in my house and they only put half in but wanted full payment no one would agree with that